Global Process Owner - Technical Support

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And were just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what weve started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. Weve already changed millions of lives and were ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. Well get there by constantly reinventing unique biosensing-technology experiences. Though weve come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet The Team

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success.

Where You Come In

As Global Process Owner, you’ll architect and own the end-to-end technical support process for Dexcom globally. You’ll be the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. You will lead direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results.

You Will Be Responsible For And Deliver The Following

Engage Stakeholders & Architect the Future

• Build strong partnerships within Tech Support and with internal teams like Product Management, CX, IT, Quality, and Regulatory.
• Create a proactive support service strategy that anticipates customer needs and exceeds expectations.
• Turn business goals into creative solutions with KPIs that boost customer success, retention, and profits.
• Benchmark relentlessly and raise the bar for industry-leading outcomes
  
  

• Harmonize and standardize global processes for agility, quality, and excellence.
• Establish strong controls, documentation, and compliance to maintain reliability and meet regulations.
• Lead regular audits and risk reviews, proactively safeguarding operational integrity.
  
  

• Drive impactful transformation using digital platforms, automation, and AI.
• Create seamless, human-centric support journeys - empowering customers with self-service and omnichannel solutions.
• Deliver proactive, personalized experiences that drive measurable business value.
  
  

• Lead, mentor, and energize a world-class global team.
• Foster a culture of trust, innovation, and continuous improvement - where customer obsession, reliability, and outcomes are at the core.
  
  

• You are a strategic operator with proven GPO experience in GBS/MedTech, renowned for setting bold strategies and consistently delivering exceptional results across global operations.
• You excel as a digital-first value creator, leveraging automation, AI, and analytics (e.g., ServiceNow, Salesforce, Genesys, AI platforms) to modernize support and drive measurable business outcomes.
• You have a strong track record in driving Design for Reliability & Governance, building robust controls, auditability, and compliance (FDA/ISO 13485/GDPR/HIPAA/SOX) with a DFR mindset - no surprises, reliability by design.
• You possess exceptional communication skills and executive presence, influencing and engaging diverse stakeholder groups across cultures, geographies, and functions.
• You are recognized for being relentlessly results-oriented and agile, demonstrating the discipline and motivation to lead through complexity and scale impact in dynamic, fast-paced environments.
• You have built and scaled high-performing teams, recruiting top talent, designing effective organizational structures, and aligning capabilities with strategic goals.
  
  

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.
  
  

• Typically with at least 13 years of relevant experience
• Typically with at least 8 years people management experience